Lainee Ayers
Perry,OK
Summary
Highly skilled professional with extensive experience in retail environments, combining managerial, sales, and graphic design capabilities. Recognized for exceptional customer service, effective communication, and the ability to build lasting client relationships that drive retention and positive feedback. Proven expertise in employee relations, including recruitment, training, and payroll processing. Adept at creating and implementing strategies to improve workplace efficiency, employee engagement, and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Call Center Representative
Oklahoma Community Credit Union
06.2024 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Processed the opening and closing of certificate of deposits and member accounts.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Responded proactively and positively to rapid change.
- Sought ways to improve processes and services provided.
Member Service Representative
Oklahoma Community Credit Union
10.2023 - 06.2024
- Processed daily transactions including deposits, withdrawals, money transfers, loan payments, and selling cashiers checks.
- Accurately maintained records of each transaction and ensured all documentation and paperwork was in place and within compliance.
- Assisted members as well as non-members with various questions and concerns related to their accounts, bank products, as well as online banking trouble shooting.
- Conducted each client transaction efficiently, accurately, and timely.
- Helped members access their safety deposit boxes, and items in the bank vault as necessary.
- Processed on average 20+ members transactions per hour with ease.
Graphic Designer/Back Office Assistant
The UPS Store #2265
09.2020 - 07.2022
- Utilized Adobe software such as Photoshop and Illustrator to complete customer design requests
- Managed multiple projects simultaneously, ensuring timely completion of deliverables while maintaining high-quality standards.
- Designed an array of invoices, business cards, flyers, and marketing materials for multiple local businesses.
- Handled each print and design job with ease and got the task accomplished in a timely fashion while still handling the needs of the front counter.
- Scanning & Emailing, Faxing, Printing, Copying, Answering incoming phone calls while giving accurate information and solutions to customers.
- Being entrusted with both opening and closing duties alongside till drops, making bank deposits as well as change orders.
- Grew client relations through design work which in turn brought repeat business.
- Demonstrated proficiency in Microsoft Office Suite (Word, Excel, PowerPoint) and other relevant software.
- Monitored and resolved operational issues, escalating them to appropriate team members when necessary.
- Dealt with weekly, monthly, and quarterly reports.
- Managed payroll processing by verifying timesheets, calculating salaries, and ensuring timely payment distribution.
- Develop and deliver training programs to ensure staff competence in services, products, and customer service standards.
- Ensure confidentiality and proper handling of sensitive employee and company information.
- Develop and propose new initiatives to improve employee engagement, productivity, and workplace satisfaction.
Store Manager
The UPS Store 1825 & 1551
07.2015 - 08.2019
- Welcomed customers into the store and helped them locate items.
- Stocked and replenished merchandise according to store merchandising layouts.
- Processed and received UPS, FedEx, Postal Service and GSO packages for customers.
- Dealt with weekly, monthly, and quarterly reports.
- Diffused customer concerns and/or complaints and used each situation as a teaching moment for the employees if needed.
- Ensure compliance with labor laws and regulations, including payroll, scheduling, and workplace safety standards.
- Manage employee performance, including conducting regular evaluations and addressing performance issues.
- Recruit, interview, hire, and onboard new employees.
- Foster a culture of teamwork, respect, and professional growth.
- Develop and deliver training programs to ensure staff competence in services, products, and customer service standards.
Education
Bachelor of Science - Nursing
Salish Kootenai College
Pablo, MTBachelor of Arts - Graphic Design
Arizona State University
Tempe, AZ05.2026
Skills
- Teamwork and Collaboration
- Proficiency in Microsoft Office Suite
- Analytical and Critical Thinking
- Employee engagement and retention strategies
- Discretion and confidentiality
- Effective communication (verbal and written)
- Effective conflict resolution
Timeline
Call Center Representative
Oklahoma Community Credit Union
06.2024 - Current
Member Service Representative
Oklahoma Community Credit Union
10.2023 - 06.2024
Graphic Designer/Back Office Assistant
The UPS Store #2265
09.2020 - 07.2022
Store Manager
The UPS Store 1825 & 1551
07.2015 - 08.2019
Bachelor of Science - Nursing
Salish Kootenai College
Bachelor of Arts - Graphic Design
Arizona State University
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